Business Profile

Health Insurance

CVS Caremark

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for CVS Caremark's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

514 total complaints in the last 3 years.
162 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:12/09/2024
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
*** failed to update a shipping address and is refusing to reship the prescription at their cost.* Order Date: 12/4/2024 * Order was placed on hold due to old payment information on file. I noticed they had an old address on file. I updated my profile with the new address and I went into the order and clicked the update address on the order and selected my new address.* Once those changes were made I updated the payment information. *12/5/2024 I checked to ensure changes were made, payment information had been updated and processed but the address change was not made.*I reached out to customer service immediately and they repeatedly advised their inability to update the address is not their fault. If *** is able to update the payment information to obtain payment, they should be able to update the address to ensure I receive my product. This is a CVS error and they should reship the medication at no change. I cannot be without the medication; I had to approve another $25 copay to have it reshipped on 12/09/2024, the lack of ownership from *** is disappointing.
Business Response
Date: 12/23/2024
December 23, 2024

BBB serving *********************, *****, ************, and *******
****************************************************************************************************************************************

Complaint # ********

To whom it may concern:

This letter is in response to the correspondence we received from your office on December 9, 2024. Thank you for the opportunity to address the members concern.

As a courtesy, **** submitted a request to reship the medication and it was approved. The reshipment is scheduled to be delivered to member on 12/11/2024 at no additional cost the member.

We value our members and remain committed to our purpose, bringing our heart to every moment of your health. Should you have any additional questions or concerns, please do not hesitate in contacting me at **************.

Sincerely,
***** *******
Member Advocate
Customer Answer
Date: 12/30/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

Regards,

******* *********
Initial Complaint
Date:12/09/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
CVS refilled expired prescriptions for my wife (***** *********) in October without notice or permission (charge to my credit card statement was $319.70). When we received the items, we called them asking to return the prescriptions for a credit. They refused, despite the prescriptions being expired and "no auto fill" selected. They claimed they had sent emails to ***** notifying her of the shipment. She did not receive any (note: this was during period when we were without power or internet due to hurricane ******** I put a fraud alert on my credit card to dispute the charge. The credit card company agreed and credited my account. However, *** went ahead and rebilled the same charge this month to my credit card.
Business Response
Date: 12/19/2024
December 19, 2024

BBB serving *********************, *****, ************, and *******
5 Mt. Royal Ave.Suite 100
*************** 01752-1927

Complaint # ********

To whom it may concern:

CVS Caremark administers the prescription benefits portion of the University System of Georgia health plan, of which the beneficiary is a member. This letter is in response to the correspondence we received from your office on December 9, 2024.Thank you for the opportunity to address the beneficiarys concerns.

A return label was mailed to the member. Once all three medications are returned, Caremark will process a refund.

Additionally,expiration dates are verified monthly to ensure expired medication is not dispensed.

We value our members and remain committed to our purpose, bringing our heart to every moment of your health. Should you have any additional questions or concerns, please do not hesitate in contacting me at **************.

Sincerely,
***** *********
Member Advocate
Customer Answer
Date: 12/19/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. We have received the label to return the medications we did not request. We will return them immediately. Once CVS process the refund we will consider this matter closed.

Regards,

***** *********
Customer Answer
Date: 01/16/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.

this is a follow up to complaint # ******** submitted on 12/9/2024 against CVS Caremark. At that time, *** agreed to refund me $319.70 after I returned 3 medications that they had shipped and billed to us without authorization. We returned the medications and *** has confirmed receipt. They claim to have issued 3 refunds (one for each of the returned medications) on December 31. I have confirmed with **** (card medications were originally charged to and where refund should be applied) that no refund has been submitted (per **** they receive all merchant refunds within 3 days of submission). I have tried several times to have CVS issue the refund that they promised and agreed to, but keep getting run around from their customer service (won't answer the question...where is my refund). Appreciate any help BBB can offer to hold CVS accountable.
Business Response
Date: 01/21/2025
January 21, 2025

BBB serving *********************, *****, ************, and *******
****************************************************************************************************************************************

Complaint # ********

To whom it may concern:

This letter is in response to the correspondence we received from your office on January 16, 2025. Thank you for the opportunity to address the members concern.

Upon review, on November 1, 2024, the member completed a credit card chargeback. The member has a $0 balance on their account and is not owed any additional refund.

We value our members and remain committed to our purpose, bringing our heart to every moment of your health. Should you have any additional questions or concerns, please do not hesitate in contacting me at **************.

Sincerely,
********* *******
Advocate

Customer Answer
Date: 01/23/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
See attached document that contains my emails with CVS. In particular, the last email and highlighted section where CVS acknowledges that they charged me $364.70 (recharge of the $319.70 previously reversed overcharge plus additional $45 prescription) on 12/2, and they agreed to refund me the $319.70 (supposable done on 12/31, but amex never received). We returned the prescriptions and CVS agreed to provide refund. They claim to have but amex has no record. CVS needs to honor their commitment and provide refund to me for the prescriptions we never ordered.

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
*****

Business Response
Date: 02/04/2025
February 4, 2025

BBB serving *********************, *****, ************, and *******
****************************************************************************************************************************************

Complaint # ********

To whom it may concern:

This letter is in response to the correspondence we received from your office on February 1, 2025. Thank you for the opportunity to address the members concern.

As previously stated, on November 1, 2024, the member completed a credit card chargeback. The member has a $0 balance on their account and is not owed any additional refund. We are mailing supporting documentation to the member which should be received in 7 to 10 days.

We value our members and remain committed to our purpose, bringing our heart to every moment of your health. Should you have any additional questions or concerns, please do not hesitate in contacting me at **************.

Sincerely,
********* *******
Advocate
Initial Complaint
Date:12/08/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I started taking a prescription drug, ******, that has a $90 copay with my insurance. I provided this card's details by message before the first fill. My doctor sent the script in and it was filled without contacting me first. I was surprised to find I was billed the full $90 copay when it should've been completely covered by the copay card. I called Caremark's number for my insurer, and I was told that they could not apply the card once they'd processed payment. The lady took the information I gave her about the copay card so it'd be in the system when I refilled. I was not going to fight this $90 because I wanted to give Caremark the benefit of the doubt - maybe they hadn't seen the message before getting the script. I originally thought I could request reimbursement from the manufacturer, but they won't do ******* was time to refill, and I called Caremark prior to submitting the refill to make absolutely certain the card was on my account. The man I spoke to verified it was. I got off the phone and proceeded to submit the refill. Again, I was charged the full $90.I contacted Caremark to ask them to refund me. They said no, that they do not process copay savings cards. I'd dealt with two employees by phone, and they gave absolutely no indication of this. Why would they add a card they do not accept? And why, if that was an accident, did the man I spoke with recently not tell me? I know for a fact that copay cards are honored by *** Specialty, who handles the mail order scripts for a much pricier medication I take.Caremark's actions led me to believe these scripts would be covered. At minimum, they should reimburse me the $90 for this past refill. I no longer think they deserve benefit of the doubt for the first fill, though, and think appropriate resolution is to reimburse me $180. If they do not honor copay cards, I'll fill at a local pharmacy going forward.
Business Response
Date: 12/13/2024
Please see the attached response
Customer Answer
Date: 12/13/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
The copay card has informed me that they now require pharmacies be in their program to help cover costs, something not mentioned in the program terms. They stated that Caremark could call them to get verified. I plan to move my prescription to their preferred option, *********, for future fills. Thank you for finally providing more details so I could track down the issue, as what I was told via message was that Caremark did not accept the cards (which would be an issue on you) and not that Caremark was not part of the program.

Regards,

***** *****
Initial Complaint
Date:12/05/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Received a medication that I had put on hold, did not request, and did not need as my daughter is no longer taking it. Called CVS Caremark and they refused to credit the price. I cancelled all medications with them. I refuse to do business with such an unprofessional company.
Business Response
Date: 12/16/2024
December 16, 2024
BBB serving *********************, *****, ************, and *******
5 Mt. *********. Suite 100
***********, MA 01752-1927
Complaint # ********
To whom it may concern:
CVS Caremark administers the prescription benefits portion of the **** health plan, of which the
beneficiary is a member. This letter is in response to the correspondence we received from your office
on December 6, 2024. Thank you for the opportunity to address the beneficiarys concerns.
On December 09, 2024, a co-pay adjustment was entered on the members account for $29.37,
confirmation #**********. A mailtag was sent to the member on December 09, 2024 for the member
to return the medication.
We value our members and remain committed to our purpose, bringing our heart to every moment of
your health. Should you have any additional questions or concerns, please do not hesitate in contacting
me at **************.
Sincerely,
*******************
Member Advocate
Initial Complaint
Date:12/05/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On ******** order, ********, CVS Specialty Pharmacy is giving me the runaround. The chat agent left the chat without my permission. I called ***, and they said the ******** department is closed. I tried to do the webchat again 4 times to no avail. *** needs to call ******** MyWay at ************ to work this out.
Business Response
Date: 12/20/2024
December 20, 2024

BBB serving *********************, *****, ************, and *******
5 Mt. *****************************
*************** 01752-1927

Complaint #********

To whom it may concern:

This letter is in response to the correspondence we received from your office on December 5, 2024.Thank you for the opportunity to address the beneficiarys concerns.

The member can call ************ and the representatives will be able to add members debit card to their profile. Once the method of payment is added,

We value our members and remain committed to our purpose, bringing our heart to every moment of your health. Should you have any additional questions or concerns, please do not hesitate in contacting me at **************.

Sincerely,
*******************
Member Advocate
Customer Answer
Date: 12/20/2024
I have already called several times. Im not calling again. That doesnt do any good. CVS needs to call ******** to get any information they need.

Business Response
Date: 01/06/2025
January 06, 2025

BBB serving *********************, *****, ************, and *******
5 Mt. *****************************
*************** 01752-1927

Complaint #********

To whom it may concern:

This letter is in response to the correspondence we received from your office on December 5, 2024.Thank you for the opportunity to address the beneficiarys concerns.

Caremark Specialty Pharmacy reached out to member on December 4, 2024; December 5, 2024;December 6, 2024; December 9, 2024; and December 10, 2024, and advised the member that their copay assistance card declined and to call the manufacture supplying the copay assist card and request additional funds.

The member was informed they must contact Caremark at ************** to provide the new method of payment to process the claim.

We value our members and remain committed to our purpose, bringing our heart to every moment of your health. Should you have any additional questions or concerns, please do not hesitate in contacting me at **************.

Sincerely,
*******************
Member Advocate
Initial Complaint
Date:12/04/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Medication sent to wrong address due to a Caremark processing bug with address validation, forced to get another prescription at my cost, delay in diabetic, blood pressure medication, charges to my credit card for medication never delivered due to a processing glitch at Caremark.
Business Response
Date: 12/20/2024
December 20, 2024
BBB serving *********************, *****, ************, and *******
5 Mt. *********. Suite 100
***********, MA 01752-1927
Complaint #********
To whom it may concern:
This letter is in response to the correspondence we received from your office on December 5, 2024.
Thank you for the opportunity to address the beneficiarys concerns.
The member can call ************ and the representatives will be able to add members debit card to
their profile. Once the method of payment is added,
We value our members and remain committed to our purpose, bringing our heart to every moment of
your health. Should you have any additional questions or concerns, please do not hesitate in contacting
me at **************.
Sincerely,
*******************
Member Advocate
Initial Complaint
Date:11/28/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On sept 3 I ordered a medication through CVS as per my insurance. They charged my insurance over $20,000 ( yes 20 thousand) for 1 dose of a medication. My insurance paid the majority and I have an assistance card and CVS still charged me over $5000. This is insane! And completely out of control. No one can afford this and they make billions! No one will be able to afford anything after this. I have called every week over 20 hours, each day about 4 hours saying the same thing and getting no where! I have asked multiple times to speak to upper management and they are pretty much non existent. The staff tells me to "switch" medications which is impossible with this type of medication, you cant just switch every month. Their "escalation" leads to no where and continues with unresolved issues. It's basically a circus, no one reads the prior conversation on notes.
Business Response
Date: 12/04/2024
December 4, 2024

BBB serving *********************, *****, ************, and *******
5 Mt. **********Suite 100
*************** 01752-1927

Complaint # ********

To whom it may concern:

This letter is in response to the correspondence we received from your office on November *******. Thank you for the opportunity to address the beneficiarys concerns.

We are unable to identify the specific claim that the member is referring to in their complaint based on the information that was provided. We respectfully request the members last name, date of birth, member ID, medication name, strength,and quantity in order to investigate and respond to this complaint.

We value our members and remain committed to our purpose, bringing our heart to every moment of your health. Should you have any additional questions or concerns, please do not hesitate in contacting me at **************.

Sincerely,
*******************
Member Advocate
Customer Answer
Date: 12/06/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
Amber
I am responding with information about myself and the information so CVS caremark can make a better response to me.

Info asked:
***** ******
DOB ********
Med: ******* 360mg/4ml on body injector
I dont have an ID with CVS speciality,
Hope this brings better response to my inquiry as its been over 2 months of me asking to speak to higher authority.
Thank you

Business Response
Date: 12/16/2024
December 16, 2024
BBB serving *********************, *****, ************, and *******
5 Mt. *********. Suite 100
***********, MA 01752-1927
Complaint # ********
To whom it may concern:
This letter is in response to the correspondence we received from your office on November 29, 2024.
Thank you for the opportunity to address the beneficiarys concerns.
The member had multiple conversations with CVS Specialty Pharmacy and was informed on September
25, 2024, that the Patient Assistance Program Credit Card funds had been exhausted.
Caremark reviewed the members claims. The claims processed according to the plans benefits.
We value our members and remain committed to our purpose, bringing our heart to every moment of
your health. Should you have any additional questions or concerns, please do not hesitate in contacting
me at **************.
Sincerely,
*******************
Member Advocate
Customer Answer
Date: 12/16/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.

Thank you for the response and help ****** *. But I still, from a moral standpoint, have difficulty understanding how a multi billion dollar company refuses to help with a bill on a medication that the majority is paid by insurance and assistance programs. To charge for one dose of medication over $21000, is appalling. I sure hope big pharma never has to use these medications themselves.
T[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
Amber
Initial Complaint
Date:11/25/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello, this is ******** *****. I want to explain my situation, I really need help with this, please. I have 2 insurances my primary is UHC dual complete ********* and the secondary is Anthem BCBS. I used to have UHC dual complete with ******** and ********* Still, the last day of September was my last day with ********* so now I only have ********* but since that day Oct 1st, I have been having issues with **** because they said they are the primary insurance and not the secondary. Still, I have a kidney transplant and before the 3 years ******** is primary, so I only have 2.3 years which means ******** is PRIMARY. **** is insured by my husband's employer, so he works for ********, I have been calling ********, CVS Caremark, my pharmacy, ************, advocate, BCBS, etc a lot of times, and I'm already tired because I have to pay the copays for my meds and they are pretty expensive. It doesn't make any sense to be paying one insurance every month, and they can't pay my meds bills. I want them to get fixed it's almost 2 months since that. and I want all my money back from the copays I have been paying. I need to get this fixed ASAP since I have a kidney transplant and I need my medications, I don't think this is fair at all because I still pay that insurance which is not helping me at all. I don't know what else to do because I have been calling them almost every day, and they say the same thing all the time. they said they would fix it in 3-5 days, and they never did.
Business Response
Date: 01/06/2025
anuary 6, 2025
BBB serving *********************, *****, ************, and *******
5 Mt. *********. Suite 100
*************** 01752-1927
Complaint # ********
To whom it may concern:
CVS Caremark administers the prescription benefits portion of the *************** health plan, of
which the beneficiary is a member. This letter is in response to the correspondence we received from
your office on December 11, 2024. Thank you for the opportunity to address the beneficiarys concerns.
Caremark updated its records to include theinclude the members secondary insurance identification
number.
The member may now submit their paper claims to be reprocessed through ********** Blue Shield
administered through Caremark, which is their secondary insurance. The member can submit their
paper claims through *********** or by mailing the attached paper claim form to the address below:
CVS Caremark P.O. ********************************-2136
We value our members and remain committed to our purpose, bringing our heart to every moment of
your health. Should you have any additional questions or concerns, please do not hesitate in contacting
me at **************.
Sincerely,
*******************
Member Advocate
Initial Complaint
Date:11/16/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Ive verbally complained many times over nearly 1.5 years to both *************************** (HPHC) of GIC Massachusetts, & to the online pharmacy - directly. Nothing has been done to address the issue of pharmaceutical cost-share with a secondary insurance. CVS CAREMARK refuses to provide that service. In my case the secondary insurance is the military TRICARE.Ive literally lost THOUSANDS because CVS CAREMARK refuses to do cost-share! Every day that goes by is less money I can get back.They must acknowledge cost-share on their app. Processing secondary insurance shouldnt be an option.HPHC tells me sorry go talk to CVS CAREMARK-we cant do anything, and CVS CAREMARK **** lie saying they are working on it - and never do. Ive waited OVER ONE YEAR, and still nothing!!!!! Ive talked to supervisors at CVS CAREMARK, and again NOTHING!I cant imagine this is NOT an issue for many other patients, especially the seniors and special needs individuals who have Tricare benefits!I can NOT get the info I need to prepare the cost-share myself! This shouldnt be supported by *** of Massachusetts! This pharmacy is literally blocking my ability to use secondary benefits. I need the following information in one location with easy accessibility, and in one report ON THE **** It MUST have various sorting features that can print everything within a common standard (8.5x11) page margin, and in a typical font size:1-Name of patient 2-The name, strength, date filled, days supply, quantity dispensed, and price of each drug.3-NDC for each drug 4-Prescription Number for each drug 5-************** of pharmacy 6-************** of prescribing physician 7-Out of pocket cost to patient **Billing statements showing only total charges are not acceptable without the above info, 1-6.If Im forced to submit my own cost-share info, I MUST have the above ASAP! In year-1, I lost appx 2k in reimbursements from *******, now year-2 I am calculating nearly the same so far!
Business Response
Date: 11/26/2024
November 26, 2024

BBB serving *********************, *****, ************, and *******
5 Mt. Royal Ave.Suite 100
*************** 01752-1927

Complaint # ********
To whom it may concern:

CVS Caremark administers the prescription benefits portion of the ***** INSURANCE COMM health plan, of which the beneficiary is a member. This letter is in response to the correspondence we received from your office on November 17, 2024. Thank you for the opportunity to address the beneficiarys concerns.

The member can visit ****************************** and under Financial summary [BC1] at can view and print a document with the following information: Member Name, Drug Name, RX #, Last Filled, Pharmacy Name, You Paid, Your Plan(s) Paid, Primary Plan Paid, Secondary Plan Paid,Manufacturer Discount, Other Adjustments, Amount Applied To Deductible, Amount Funded by ***, Amount Funded by ***, Coupon Applied, Prescription, Payment Status.

Additionally,the member will need to notify ******* that they have primary insurance through Caremark. Once updated, Caremark can request that the claims be reprocessed.

We value our members and remain committed to our purpose, bringing our heart to every moment of your health. Should you have any additional questions or concerns, please do not hesitate in contacting me at **************.

Sincerely,
*******************
Member Advocate

[BC1]Where is this page? **************************? Please update the letter.
Customer Answer
Date: 11/26/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
The attached screenshots show the failure of your app and the lacking tools you provide. Additionally, nearly 2 years ago I DID NOTIFY TRICARE AND YOU that I had primary and secondary insurance. YOU told me multiple times you could NOT provide cost share services and to go to your store instead. ******* said they never receive ANYTHING from you. Your app tools are inadequate and unreliable - see attached. The information I need is not in one place. The burden to locate the information I need is unacceptable and antiquated in 2024. YOU need to look at my list of information and provide it in one RELIABLE location for me to process the cost share. I can NOT submit multiple packages of information abiut ONE prescription! OR YOU do as your stores do and EXPRESS SCRIPTS and perform the cost share.
The information you listed is NOT all I need - refer to my complaint and what information IS needed: I need the following information in one location with easy accessibility, and in one report ON THE **** It MUST have various sorting features that can print everything within a common standard (8.5x11) page margin, and in a typical font size: 1-Name of patient 2-The name, strength, date filled, days supply, quantity dispensed, and price of each drug. 3-NDC for each drug 4-Prescription Number for each drug 5-Name & address of pharmacy 6-Name & address of prescribing physician 7-Out of pocket cost to patient * *Billing statements showing only total charges are not acceptable without the above info, 1-6. If Im forced to submit my own cost-share info, I MUST have the above ASAP!
closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
******

Business Response
Date: 12/13/2024
December 13, 2024

BBB serving *********************, *****, ************, and *******
5 Mt. Royal Ave.Suite 100
*************** 01752-1927

Complaint # ********
To whom it may concern:

CVS Caremark administers the prescription benefits portion of the ***** INSURANCE COMM health plan, of which the beneficiary is a member. This letter is in response to the correspondence we received from your office on November 17, 2024. Thank you for the opportunity to address the beneficiarys concerns.

The member can visit ****************************** and under Financial summary at can view and print a document with the following information: Member Name, Drug Name, RX #, Last Filled, Pharmacy Name, You Paid, Your Plan(s) Paid, Primary Plan Paid, Secondary Plan Paid,Manufacturer Discount, Other Adjustments, Amount Applied To Deductible, Amount Funded by ***, Amount Funded by ***, Coupon Applied, Prescription, Payment Status.

Additionally, the member will need to notify ******* if the member has other insurance. Once updated, the member can complete and return the enclosed form to request reimbursement.

We value our members and remain committed to our purpose, bringing our heart to every moment of your health. Should you have any additional questions or concerns, please do not hesitate in contacting me at **************.

Sincerely,
*******************
Member Advocate
Customer Answer
Date: 12/17/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.
The response is robotic and ineffective, resulting in zero customer satisfaction, and ongoing burdens.
Clearly, the attached screenshots demonstrate that their financial summary isnt stable, and when it does, the information is, as previously stated - incomplete. See attached. I still need: pharmacy address, name & address of prescribing physician, and NDC #.
I have been calling Caremark since I became a member. *** constantly requested they provide cost share & stated what I needed. I gave them all my insurance information BEFORE this plan even started.
This plan appears to be performing with arbitrary and capricious patterns. For example, see attached invoice, it clearly states We attempted to process this prescription through your secondary prescription drug benefit, but coverage was denied. THAT IS NOT TRUE! First, the invoice doesnt even document my information on the secondary insurance, and second, I called Tricare multiple times and they have NEVER received a single piece of paper requesting a cost share on my behalf.
The inadequate service of CVS Caremark has literally cost me thousands, and the ongoing burden of these practices are egregious.
Caremark is demonstrating deceptive and unfair business practices that must be addressed immediately.
GIC of Massachusetts will be informed (again) about my experiences.
Again, provide me the information I need in one report, as described in previous communications, on a stable & functioning platform, that will allow me to recoup monies owed to me, or honor the contract and provide me the cost-share service with Tricare.
The lack of respect not supporting military benefits is disgusting! ************ joined the Tricare network in 2021- WHY is CVS NOT providing this service with Caremark in 2024

ps - 2 of my 4 files I attached wont upload because they are too large - I dont know which 2 they are. If you want to see them, please advise.

FAQ

Regards,
******
Initial Complaint
Date:11/14/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
To Whom It May Concern,I am a healthcare provider with the *************************** in *****, *******, where we rely heavily on specialty medications to treat patients with bleeding disorders. As such, we frequently use CVS Specialty Pharmacy, but unfortunately, we have encountered numerous, persistent issues that directly impact our ability to deliver timely and effective care.The primary concerns involve inadequate communication and a lack of knowledge from the pharmacy staff, which lead to delays that could pose life-threatening risks for our patients. Each time we reach out to CVS Specialty Pharmacy for assistance, we are often transferred multiple times to different departments, seemingly to redirect or even avoid the issue at hand. This results in inconsistent and conflicting information with every call, further complicating the ordering and delivery process.Our weekly orders exceed $50,000 in specialty medications, yet we struggle to obtain reliable service. This ongoing situation has created significant operational stress and has left us hesitant to continue using CVS Specialty Pharmacy, despite the volume of care we administer through your company. We urgently need a direct contact within CVS Specialty Pharmacysomeone with the knowledge and authority to handle these issues efficiently and effectively.Please connect us with a dedicated management contact who can address and resolve these ongoing challenges. Our patients depend on timely medication access, and we need assurance that CVS Specialty Pharmacy can meet these critical demands.Thank you for your attention to this matter.Sincerely,
Business Response
Date: 11/18/2024
November 18, 2024

BBB serving *********************, *****, ************, and *******
5 Mt. **********Suite 100
*************** 01752-1927

Complaint # ********

To whom it may concern:

This letter is in response to the correspondence we received from your office on November 14, 2024. Thank you for the opportunity to address complainants concerns.

We are unable to locate an account based on the information provided in this complaint. We respectfully request member name, member ID, and medication name in order to investigate and respond to this complaint.

We value our members and remain committed to our purpose, bringing our heart to every moment of your health. Should you have any additional questions or concerns, please do not hesitate in contacting me at **************.

Sincerely,
*******************
Member Advocate

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